USER'S GUIDE AND INFORMATION Trip
Contents
1. ACCESS M RIDE Lethbridge ON THE MOVE USER S GUIDE AND INFORMATION Trip Booking 403 329 6464 LA Transit and ACCESS A Ride Office 619 4th Avenue North Lethbridge 0 4 Contents WELCOME TO ACCESS A RIDE ACCESSIBLE ADVOCACY 42 ACCESS A RIDE REGISTRATION AND ELIGIBILITY 5 Change 4 2 4 44 2 ACCESS A RIDE Operating Booking Trips Customer Care Centre 10 10 How to Book yout trip 10 SUBSCRIPTION 12 EARLY LATE PICK UP WINDOW AND DRIVERS WAITING PERIOD 13 ACCESS A RIDE CUSTOMER SERVICE 15 Commendations and Suggestions 15 Community Relations 15 Problem with your 16 PRIVACY 16 Visitor SERVICE 16 ACCESS A RIDE DRIVER ASSIS 17 Drivers ate able to 17 Drivers are not able 0 17 22292955299 19 Seat Belts and 19 Infants and Small Children 20 Mobility Equipment Guidelines 21 SERVICE2. Combined weight of the chair or scooter and passenger cannot exceed 750 Ibs 340 Maximum base dimensions for wheelchairs walkers scooter 30 X 50 inches 76 X 127 cm equipment larger than this cannot be accommodated Wheelchairs must have escort handles Wheelchairs and scooters must have functioning brakes 21 No flags other projections are permitted Tie downs must be securely fastened to the frame of the scooter Scooters may need an attachment installed so they can be secured safely to the floor of the ACCESS A Ride vehicle 22 SERVICE STANDARDS AND POLICIES Personal Care Attendants Due to heavy demands on the service and financial constraints ACCESS A Ride encourages registrants to have their escorts find other means of transportation instead of riding on the ACCESS A Ride vehicle whenever possible A mandatory attendant may be assigned if the ACCESS A Ride registrant requires individual assistance on the vehicle due to a medical condition and or behavioural concerns One attendant is then allowed and may travel at no 23 charge to assist or attend to the customer during their trip medical issues Registrants displaying unacceptable behaviour that affects other passengers and or the driver will be required to ride with an attendant at all times If the registrant cannot be left alone and no one is available when the vehicle arrives to receive the registrant the reg
3. be ready when they arrive Your cooperation by being ready at the start of your pick up window will improve your own service quality as well as the service quality for your fellow travellers 31 GROUP BOOKINGS Customers who wish to book a group trip must be prepared to share a vehicle with the other passengers Pick up and drop off times and destinations of all passengers will be considered booked when scheduling the trips To ensure service is available to as many customers as possible no more than four 4 wheelchairs can be booked in any one group Group bookings may be made anytime within a seven 7 day period in advance of the trip and no less than twenty four 24 hours Group trips are subject to space availability Group bookings that no show or do not cancel in a timely manner will mean that future group bookings for the institution involved may be denied or accessed a cancellation fee Groups wishing to book more than seven 7 day in advance will be considered charter and charter rates will apply if the charter is cancelled less than twenty four 24 in advance of date booked a cancellation fees will charged as per the charter policy 32 ACCESSIBLE LOW FLOOR BUS LA TRANSIT SERVICE If we are unable to accommodate your trip request you may wish to use the City of Lethbridge Transit Services accessible low floor buses which operate on all bus routes Low Floor Service allows many more people with
4. may need to be adjusted to accommodate additional subscription trip clients subscription trips is not meant to modified Please note that subscription trips are provided only if there is available service and are automatically cancelled on holidays If you require a subscription trip on a holiday a regular booking will have to be made SUBSCRIPTION TRIPS If you take the same trip daily for a minimum of 4 weeks for dialysis work post secondary All other trips that you require must be booked as a regular booking and are subject to the same conditions Customers are booked on a first come first served basis Bookings may be made no more than 7 days in advance and by 3 30 pm the day before you are requesting your trip To apply for subscription service Please call 403 329 6464 Note If you cancel more than 40 of your subscription trips in a 30 day period your subscription will be cancelled and you will be required to book trips on a demand basis After 90 days you may re apply for a subscription booking EARLY LATE PICK UP WINDOW AND DRIVERS WAITING PERIOD On time service and customer ride time is greatly affected by ACCESS A Ride having to wait for customers to be ready Your cooperation by being ready at the start of your pick up window will improve your own service quality as well as the service quality for yout fellow travellers ACCESS A Ride has a service standard of a 10 minute early late w
5. or destination and the clients may be left unattended accessible door is an outside door with no more than one step The status is identified by the customer or their caregiver during the registration process Hand to Hand Customers must be met by a caregiver at their destination as it is unsafe to leave the customer unattended Refer to the Hand to Caregiver Policy 36 The status is identified by the customer or their caregiver during the registration process No Show A trip that is not needed but is cancelled less than 30 minutes prior to the scheduled pick up or cancelled at the door when the drivers arrives or the customer is not ready at the door for the scheduled pick up Off Peak Periods The time periods outside of the designated peak periods There are usually more trips available during these times Peak Periods The time between 0700 and 9 45 am and from 2 30 and 4 30 pm on weekdays are considered peak periods as more trips are requested during these times Un accommodated Booking If ACCESS A Ride is unable to accommodate a client s request for a trip booking the booking is classified as un accommodated booking Wait List If ACCESS A Ride cannot find you a trip you may be placed on a wait list however it is YOUR responsibility to confirm cancel your ride Securement System Correct use of a secutement safety system mobility aids and seat belt assemblies passenger is mandato
6. permanent cancellation of your ACCESS A Ride eligibility Service suspension appeals Call the general information and inquires number 403 329 6464 for information to access the appeal process or send a letter to Lethbridge Transit Attention Chairman of the Accessible Advocacy Committee 619 4 Ave N T1H to request a formal review The decision of the committee is final 28 Assistance Animals Certified assistance animals are allowed on Lethbridge Transit and ACCESS A Ride vehicles to assist customers with visual hearing or physical disabilities Owners of assistance animals must have a letter or certificate on file with ACCESS A Ride which verifies that the animal has been trained by a recognized school Pets on ACCESS A Ride Pets are welcome on all Lethbridge Access A Ride buses under the following guidelines Only small fur bearing and feathered pets contained in secure clean hand held cages are permitted on the buses The cage should be appropriate to the pet s size Cages must be small enough to fit on the lap One hand held cage per passenger Passengers must hold onto their cages at all times and are responsible for the safety of their pets If there is room on the bus cages may be placed beside you on the floor but the cage should 29 not block the aisle or restrict other passengers Your operator may refuse a trip if your pet poses a health or safety risk
7. reduced mobility the freedom and independence of using public transit services What s different about Low Floor Buses LFB The main difference with a Low Floor Bus is that there are No Steps to go up and down at the front and rear doors The front entrance is also equipped with a Kneeling feature which upon request lowers the front step to the curb height In addition the bus is equipped with a driver controlled retractable 33 fold out ramp which makes for virtually flat entrance into the bus Boarding Securement and Exiting It is important that boarding securing and exiting the bus be completed as quickly as possible The courtesy seating area at the front of the bus for persons with reduced mobility including seniors or those using mobility aids is available on a first come first served basis Low Floor Buses can accommodate up to two 2 persons in mobility devices If the bus is full or is already carrying two 2 customers who use a mobility device the driver may not be able to pick up another customer with the same requirements Important Passengers using a mobility aid on designated Low Floor Buses are required to board independently and position their mobility aid inside the bus or bring an attendant to assist them The Securement belt system provided on the bus is mandatory and Transit drivers will assist with attaching and removing the Securement system For safety reasons servi
8. required or AAR token Starting January 1 2011 Fare will be 2 50 How to Book your trip Step 1 Call 403 329 6464 Customers ate booked on a first come first served basis Bookings may be made no more than 7 days in advance and by 3 30 pm the day before you are requesting your trip Step 2 Have the following information ready Your name and ID number Specify what type of trip you will be making medical social work etc Whether an attendant or companion will accompany you and any mobility aid such as wheelchair or scooter you will be using The day and time you want to be picked up The exact street address and building name of your destination In the case of a location with more than one entrance which entrance you would prefer to be waiting at The pickup time of your return trip The exact location of your pick up point Step 3 Confirm your pick up date time and location If ACCESS A Ride cannot find you a trip you may be placed on a wait list however it is YOUR responsibility to confirm or cancel your ride Note ACCESS A Ride is not intended to provide an emergency medical service If you are experiencing an emergency call 911 to request assistance education or medical therapy subscription trip may be booked based on service availability Once approved a subscription trip is set up master schedule and is provided as long as it is required however booked times
9. STANDARDS AND 23 Personal Care 23 Door to door 24 Hand over to Caregiver Policy Hand to 25 Cancellations No 58 26 Service suspension 6 28 Assistance 15 2 29 Pets 5 29 Assignment of 1 30 Trip 31 Travel Vine 31 GROUP 5 32 ACCESSIBLE LOW FLOOR BUS 33 LA TRANSIT SERVICE 33 What s different about Low Floor Buses LEB 33 Boarding Securement and Exiting 34 ACCESS A RIDE DEFINITIONG 36 TYPES OF TRIPS 38 FREQUENTLY ASKED QUESTIONS39 sA ON THE MOVE WELCOME TO ACCESS A RIDE ACCESS A Ride is a City of Lethbridge service for people who are unable to use the regular public transit service with safety and dignity ACCESS A Ride is a shared ride public transportation service that operates within the City of Lethbridge it is not a direct ride service Booking and scheduling decisions are made to allow as many riders as possible to use the system while staying within our budgetary guidelines The cost
10. ce will be denied if the securement belt is refused Persons with disabilities who cannot independently board the bus approach the 34 seating area position their mobility aid and exit the bus must be accompanied with an attendant who will assume the responsibilities Your regular bus fare covers both you and your attendant Customers travelling in a mobility device will notice a yellow touch strip on the edge of the flip seats When this strip is pushed the chime will ring twice to indicate to the driver that a person in a mobility device wishes to exit Due to vehicle design constraints the maximum total size of a mobility device that can be accommodated on a Low Floor Bus is 30 inches wide by 50 inches long including attachments Persons using crutches walkers or other mobility aids are also requested to fold or stow the aid in a safe place out the way of other customers 35 ACCESS A RIDE DEFINITIONS the 64 ome educate seer from ECA 41 Or Escort A fare paying companion travelling on ACCESS A Ride with an ACCESS A Ride registrant Mandatory Attendant A companion who is required to travel with an ACCESS A Ride registrant on every trip for medical or behavioural issues or safety reasons 1 the client cannot be left unattended at their destinations Door to Door Is the first exterior set of accessible doors at the place of origin and
11. egistration and booking procedures as well as suggestions for 15 making better use of the system in times of increased demand As well Lethbridge Transit routes setvices and other alternatives are covered Call ACCESS A Ride customer care 403 329 6464 or email us at aat lethbridge ca Problem with your ride ACCESS A Ride listens to customer concerns and a considerable time is spent in the investigation and resolve service issues Call ACCESS A Ride customer care 403 329 6464 or email us at aatr lethbridge ca Privacy ACCESS A Ride application information 1s collected under the authority of Section 33 c of the Freedom of Information and Protection of Privacy Act and will be used by ACCESS A Ride for processing of the application form and to determine eligibility for the service Information collected may also be used by Lethbridge Transit for statistical research transit training purposes to improve service Visitor Setvice Persons with disabilities visiting Lethbridge may be provided with temporary visitor registration upon contacting ACCESS A Ride and completing a temporary registration form ACCESS A RIDE DRIVER is an outside door with no more than ASSISTANCE one step Drivers ate able to Drivers are not able to Assist customers in climbing more than one step Operate power lifts and ramps on their vehicle secure wheelchairs and scooters to the floor of the vehicle u
12. have no other means of transportation Q My husband and I are both registered can we travel as each other s attendants A If you are travelling together you each need to make a trip request and pay a fare Q Does the same vehicle pick me up A You will likely have different drivers and vehicles pick you up for each trip I am going somewhere with more than entrance exit where do I meet my ride A ACCESS A Ride has designated pick up doors usually the most accessible location When making your trip booking confirm which entrance exit you will be drop off or picked up from 40 41
13. indow which means your bus could arrive to pick you up as much as ten minutes prior to or ten minutes after your scheduled time Upon arrival the driver will make a reasonable attempt to locate the client by ringing the doorbell or buzzer if provided If contact is made drivers will wait a reasonable amount of time for the customer if no activity is seen within 5 minutes of arrival or contact drivers must continue on route to maintain service for other clients Drivers do not search buildings or other areas for passengers not present at the outside door during the scheduled pick up window Please ensure the building is open or if you have someone meeting you make sure they are available at the earliest drop off time You need to be at the exterior set of accessible doors at the beginning of your pick up window i e the door closest to the street 14 ACCESS A RIDE CUSTOMER SERVICE Commendations and Suggestions If you are happy with the service you are getting from our ACCESS A Ride drivers and staff let us know calling in commendation We are also interested in any suggestions of comments you have about ACCESS A Ride Call ACCESS A Ride customer care 403 329 6464 or email us at aat lethbridge ca Community Relations ACCESS A Ride provides information seminars on Lethbridge Transit services to interested organizations free of charge Information presented includes how ACCESS A Ride operates r
14. istrant will have mandatory attendant status assigned by ACCESS A Ride administration and they will have to ride with someone for all their trips If space is available one friend or family member not required as an attendant may ride with the registered customer but must pay the regular cash fare Space for the attendant friend or family member must be reserved at the time of booking Door to door policy Service is provided from accessible door to accessible door For the safety of both the customer and the driver drivers will not take mobility aids up or down more than one step It is the customer s responsibility to provide a ramp where there is more than one step All locations served by ACCESS A Ride must be accessible ACCESS A Ride defines accessibility as being no more than one step All locations must be kept free of snow and ice or ACCESS A Ride will not be able to provide service 24 Hand over to Caregiver Policy Hand to caregiver the customer will receive a Hand warning This policy applies to customers being met by occurrence takes place a caregiver at their destination it is assumed within a three month period a two day that it is unsafe to leave the customer suspension will be issued unattended The status is identified by the customer their caregiver during the Ifa third occurrence takes place within a three month period the customer will be
15. l be automatically cancelled due to your no show Customers who repeatedly cancel trips at the last minute or no shows may be subject to a SUSPENSION OF SERVICE Excessive frequency of these late cancellations will result in the following policy actions If three late cancellations no shows occur any 60 day period a letter of warning will be issued to the customer If six late cancellations or no shows occur in any 90 day period a 2 day suspension of service will be imposed A letter of warning explaining the suspension will also be issued to the customer If nine late cancellations or no shows occur in any 120 day period a 1 week suspension of service will be imposed A letter of warning explaining the suspension will also be issued to the customer The suspension will be imposed for a consecutive seven day period If twelve ot more late cancellations or no shows occur in any 120 day 27 period ACCESS A Ride will review the customer s need for continued service Service may be discontinued if a satisfactory arrangement to avoid cancellations cannot be reached Service suspensions will be imposed on days the customer frequently travels on or on days where the demand for ACCESS A Ride services is high Suspensions will apply to the entire client base no exceptions Abuse of the service privileges and or ignoring the passenger code of conduct shall be grounds for the temporary or
16. of operating ACCESS A Ride is offset by fares collected from users with the operating deficit being funded by the City of Lethbridge Service is provided within Lethbridge on a shared ride accessible door to accessible door basis providing a safe and secure trip from origin to destination At no time do our drivers enter client s home If a client requires help at home to enable them to be ready to go when ACCESS A Ride arrives it is the responsibility of the family or caregivers to make sure they have the assistance needed Abuse of service privileges and or ignoring the Passenger Code of Conduct shall be grounds for the temporary or permanent cancellation of your ACCESS A Ride registration City Bylaw 2362 which governs activities on public transit Tt shall be unlawful for any person to fight sweat use insulting or obscene language smoke split or engage in unseemly or disorderly conduct in any of the buses of the City of Lethbridge Smoking is prohibited on buses in accordance with City Bylaws ACCESSIBLE ADVOCACY COMMITTEE The Accessible Advocacy Committee provides advice to Lethbridge Transit in the development of transportation policies and programs that affect persons with disabilities The advocacy committee is comprised of three customers four stakeholder or agency representatives and one City of Lethbridge Transit department representative For information on the Accessible Advocac
17. or if it misbehaves When the bus is busy there may not be room for your pet To better plan your trip please call Access A Ride at 403 329 6464 to find out which trips tend to be busy Assignment of Vehicles Vehicles are assigned to provide ACCESS A Ride service in the most cost effective vehicle that meets your particular travel requirements We are unable to accommodate specific vehicle type requests or seating location requests 30 Trip Adjustments During your trip on ACCESS A Ride you may decide that you would like to be dropped off at your destination early or want to change your destination With the approval of the dispatch office the drivers may be able to accommodate these requests under certain conditions ACCESS A Ride service standards must be maintained and others customers cannot be affected negatively Note If you change your trip destination and you have another ACCESS A Ride pick up you must find your own way back to the original pick up location as the returning vehicle will have a different schedule and different customers Travel Time While all attempts are made to minimize travel time your ride will take about the same amount of time as a regular transit bus ride The service standard is that 60 of all rides should be completed within 30 minutes and 90 within 45 minutes On time service and customer ride time is greatly affected by ACCESS A Ride having to wait for customers to
18. or information to access the appeal process or send a letter to Lethbridge Transit Attention Chairman of the Accessible Advocacy Committee 619 4 Ave North T1H OK4 to request a formal review The decision of the committee is final Change of Information Please contact us with any changes to your registration information address emergency contact person phone numbers or mobility aid Up to date information is needed to provide the best and safest service for your scheduled trips ACCESS A RIDE HOURS Operating Hours Monday thru Saturday 7 00 am 10 30 pm Sunday 8 00 am 10 30 pm Holidays 7 00 am 7 00 pm ACCESS A Ride automatically cancels subscription trips on all statutory holidays Excluding trips for dialysis treatment If you require your regular trip please call up to seven days in advance to have your trip to book your trip Booking trips for statutory holidays are done in the normal seven day travel window with the exception of Christmas Day Trips as a special service to customers bookings for Christmas Day can be booked starting Dec Ist Booking Trips and Customer Care Centre Hours booking 403 329 6464 7 30 am 3 30 pm Monday thru Friday effective August 1 2010 General Information and inquiries registrations commendations and concerns 403 329 6464 7 30 am 4 30 pm Monday thru Friday FARES Subject to Change 2 25 cash fare exact change is
19. required to have a personal care The late arrival of the caregiver causes attendant as a condition of service disruption in the service resulting in drivers running late and inconveniences to other customers therefore please be on time registration process If after at the designated drop off location the vehicle waits for a period of more than five 5 minutes for the 25 Cancellations shows Unexpected occurrences such as illness family emergencies etc happen to everyone occasionally and disrupt our daily routine We understand these circumstances arise Ride cancellations should be made as early as possible This will allow the trip time to be used by another customer who is in need of a trip All cancellations and other trip changes such as pick up times and destinations are to be made through the ACCESS A Ride office and not the drivers Trips cancelled less than 30 minutes before the scheduled pick up time are recorded as a no show To cancel your trip Phone 403 329 6464 If you fail to cancel a scheduled trip in advance you will be considered a no show Please remember that the driver can only wait five 5 minutes upon arrival within your scheduled pick up time frame because of other client commitments After this period has lapsed and there is no indication that you are coming to the pickup location your trip 26 will be considered a show please remember that your return trip wil
20. ry and a condition of use while traveling 37 TYPES OF TRIPS Education Trips to and from an educational program for Public Separate Private school programs or an accredited post secondary educational institution Medical Trips to and from medical appointments Adult day support Chemo radiation treatment Dialysis and related appointments Medical facilities hospital clinics dentists Physio occupational and speech therapies Personal Trips taken for personal reasons Vocational Trips to and from facilities for the purpose of learning work skills Work Trips to and from a location for the purpose of working including volunteer work 38 FREQUENTLY ASKED QUESTIONS Q How will I know which type of vehicle will pick me up A ACCESS A Ride is unable to inform you which type of vehicle will pick you up Ambulatory customers and those who can safely transfer from a folding manual chair to a seat should be prepared for any type of vehicle unable to climb the stairs of the bus what options do I have A Ambulatory walking customers can ride up the lift of the bus with the driver Q Can I use my Lethbridge Transit bus pass for ACCESS A Ride trips A No only cash fares or ACCESS A Ride tokens are accepted Q My doctor needs to see me today Can I book a trip for today 39 A Same day trips are very limited and will be made only if space is available and you
21. se the recommended restraint system while travelling on ACCESS A Ride we require a written exemption signed by a qualified health care practitioner familiar with your case on your file which must be updated annually All mobility aids must be secured using the restraint systems provided as Drivers will not provide service to anyone who is not secured Clients should be secured to their mobility aid if required Infants and Small Children Due to Alberta Traffic Safety Act regarding child car seats and securement infants and or small children who are less than 18 or 40 Ibs or under the age of six 6 no longer can be accommodated on ACCESS A Ride as passengers Children over the age of six 6 or 401 can ride ACCESS A Ride as long as they are secured with the vehicle seat belt and wearing it correctly 20 Mobility Equipment Guidelines For the safety of all passengers all wheelchairs and scooters must meet specific size weight and safety guidelines All mobility aids must be kept clean and in good repair at all times or they will not be allowed on ACCESS A Ride If ACCESS A Ride cannot properly secure your mobility aid we will not be able to provide you with service using that mobility aid Please note Do not overload walkers or wheelchairs with added weight and additional packages this makes it difficult for drivers to assist you in a safe manner and reduce capacity for other passengers
22. sing the vehicle restraint system Assist customers with lap shoulder Make any repairs or adjustments to your equipment straps and belts o Not transfer customers from a wheelchair or mobility device to any kind of lift device Customers must have an attendant or caregiver who will o Assist customers on and off vehicles Assist customers between the vehicle and the inside of the first exterior set of assist them if required accessible doors at the place of origin and or destination An accessible door sO iat your possessions to those that you can 17 carry travel with an attendant who can assist you Packages must be handled by yourself and should only be the amount that you can carry and or store on your lap Bags cannot be stored in the aisle of the bus Enter your premises under any circumstances including garages Lock any doors to your premises on your behalf Take your equipment down the steps and then go back up for you All equipment must be at ground level when the driver arrives PASSENGER SAFETY Seat Belts and Securement ACCESS A Ride is dedicated to the safety of passenger on every trip To ensure the safety of both passengers and drivers temporary or portable ramps are not acceptable All passengers must wear the supplied seat belts as required by law while being transported by ACCESS A Ride If for medical reasons you not able to u
23. y Committee Call ACCESS A Ride Customer Care 403 329 6464 or email us at aat lethbridge ca ACCESS A RIDE REGISTRATION AND ELIGIBILITY Eligible clients must register before they begin booking trips on ACCESS A Ride The registration is in two parts a personal information application and a medical assessment that must be completed by a physician occupational therapist or physical therapist There is no registration fee but you must meet the eligibility requirements and you are responsible for any charge for completing any medical requirements Registration is evaluated on an annual basis When you call to register the following process takes place An application form is mailed or faxed to you and is available online at www lethbridge ca aat lethbridge ca The form must be legible completed fully and signed by a qualified health care practitioner and returned to ACCESS A Ride Once the application is received with all the necessary information completed it will be processed within two weeks If the applicant meets eligibility requirements a registration number will be issued A confirmation letter will be sent to all customers after their registration has been approved or denied If your registration is denied by ACCESS A Ride there is an independent appeal process that you may access if you choose Call the general information and inquires number 403 329 6464 f
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